J.D. Power had more to report:
- Millennials are the toughest age group to please. The study found that Gen Y had a sales satisfaction score of 824, 12 points lower than boomers and pre-boomers.
- According to the study, 27 percent of premium owners said their salesperson used a tablet during the sales process, up from 24 percent in 2015. In contrast, 22 percent of nonpremium owners say their salesperson used a tablet, up from 15 percent.
- Three-fourths of owners said they used the Internet during the shopping process, but 42 percent of all owners say they also used the telephone to call dealers. The top two reasons for calling a dealership, the study said, are to check vehicle inventory and pricing.
- Buyer satisfaction is lower among owners who use the Internet to shop than those who do not (823 vs. 843, respectively), while satisfaction is higher among those who call dealers than those who don’t (835 vs. 823).